Great concept. I love the idea of having one central hub to be able to track all client tickets from live chat conversations.
Software still has lots of bugs and the support is not helpful. We have been using for almost 10 months and have put up with hundreds of chats dropping, disappearing, not being able to transfer when capability was advertised. Their development team and our internal teams have had many scheduled calls which they have flaked on our only temporarily resolved the issues we have communicated to them.
Freshdesk support can be very difficult to work with, they have made improvement to their software over the last year but I still believe they have quite a ways to go.
In theory, this solution would solve accountability issues from our internal customer support and sales channels so we can see all chat history as well as keep a detailed record of our customer interaction with our business.